key market developments in q4-2009: market vista

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Today’s webinar

Key Market Developments in Q4-2009: Market Vista Report Briefing

Outsourcing Center

Date and time:Tuesday, February 23, 20109:00 a.m. CST / 10:00 a.m. EST

Presented by:

Everest research analysts will highlight the findings of the Q4-2009 Market Vista report, providing an overview of key trends in the outsourcing and offshoring market.

Leaders of the Filipino Commission on Information and Presented by:Katrina Menzigian, Vice President – Research, Everest GroupRajesh Ranjan, Research Director, Everest Group

Leaders of the Filipino Commission on Information and Communications Technology (CICT) and the Business Processing Association of the Philippines (BPA/P) will present the latest trends in the Filipino BPO industry and outlook for the future.

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IntroductionsIntroductions

Sec. Ray Anthony Roxas-Chua IIIChairman

Oscar SañezPresident and CEOBusiness ProcessingCommission on Information and

Communications Technology

Business Processing Association of the Philippines (BPA/P)

Eric SimonsonManaging Principal, ResearchEverest [email protected]

Anand RameshResearch Director, Global SourcingEverest [email protected]


Context setting

What is this webinar about?

Key findings from the Q4 2009 Market Vista report providing aKey findings from the Q4 2009 Market Vista report providing a view on key developments in the quarterDiscussion on key transaction and captive trends, location dynamics, supplier developments, and implications for stakeholders in the global sourcing industry

Q4 2009 market trends

stakeholders in the global sourcing industry

Perspective on Perspective on key initiatives enabling growth in the Filipino offshore BPO marketPhilippines offshore BPO marketInsight on policy, government initiatives and industry actions to support continued growth

Proprietary & Confidential. © 2010, Everest Global, Inc.4

What is Market Vista?

General sourcing market

Detailed analysis of trends by industry vertical and geography

Supplier landscape

Updates on supplier market share,industry vertical and geography

Report of transaction volume, size, and momentumPerspective on events with significant industry impact (e.g., M&A)Implications of regulatory

market share, capabilities, and performanceSupplier profiles, including data on:

TransactionsLocation footprintImplications of regulatory

changesLocation footprintM&A activity

Location data and dynamics Processes and models

Data on market activity in key offshore geographies

PoliticalMacroeconomicPromotion incentives

Process-level trendsCaptive set ups, divestures, and overall trendsFact-based insights onPromotion incentives

Trends in wage inflation, attrition, and arbitrage

Fact based insights on adoption of emerging pricing modelsData and perspectives on new opportunity areas


Quarterly ReportQuarterly Report PrimerPrimer Location databaseLocation database

BreakingviewpointBreakingviewpoint

Location Insightse-newsletter

Location Insightse-newsletter

Supplier capability profiles

Supplier capability profiles

Analyst consultation

Analyst consultation

Key Market Developments in Q4-2009:

Market Vista Report Briefingp g

WebinarWebinar

February 17, 2009

Contents

Market overview

Location risks and opportunities

Supplier landscape


Q4 2009 saw continued stabilization of transaction volume and a significant increase in captive set up

Index of outsourcing transactions1

NumberIndex of offshore captive health1

Number

Captive divesturesCaptive announcementsQuarterly

average for Captive divestures

40

455422 418

average for 2008: 439

2228

4 4 3

Q4 2008 Q3 2009 Q4 2009Q4 2008 Q3 2009 Q4 2009

The captive market gained significant momentum this quarter with 40 new captive announcementsThe outsourcing market remained steady in terms of transaction volumes although ACV increased by 72% from previous quarter, mainly due to some large deals signed in Q4 2009


1 Includes only data that has been publicly disclosedSource: Everest Research Institute Transaction Intelligence Database

Asia accounted for 80% of new captives announced in Q4 2009

Rest of Asia:18 new captive announcements

Europe:6 new captive announcements

NYSE plans to open a new satellite office in Belfast (Northern Ireland)BP opened a new European service center in Budapest (Hungary)

JPMC plans to open a customer care and card services division in Cebu (Philippines)Novartis opened its Pharma Technology Co. for R&D activities in Suzhou (China)GE plans to set up a global healthcare R&D center in Incheon (South Korea)

Aviva plans to centralize its 12 European operations in Dublin (Ireland)

( )

Latin America:1 new captive announcement

Mahle set up a new distribution center in

India:14 new captive announcements

Société Générale plans to expand its Global Solution Center in Bangalored st but o ce te

Toluca (Mexico) Allianz Insurance opened its third facility, at Thiruvananthapuram for ITO and BPO servicesInterContinental Hotels group set up a captive center in Gurgaon for F&A and KPO workCredit Suisse set up its second KPO in Mumbai

Africa:1 new captive announcement

Huawei established its telecom R&D center in South Africa


1 Includes expansion plans of existing captive operationsNote: All references to captives include only offshore captives

Source: Everest Research Institute analysis

American Express and Monitor Group were notable captive divestitures

EXL Service Holdings acquired American Express’s travel services captive in India for US$30 million. The captive performs global back-office activities, including account reconciliation, airline settlements, customer specific value-added services, such as market intelligence and analyticsA t f th t ti EXL ill id t i i t A i E f i ht d US$160

American Express – Divests travel services captive in India to EXL

Monitor Group – Divests its captive unit, Grail Research, to Integreon

As part of the transaction, EXL will provide outsourcing services to American Express for eight years under a US$160 million contractApproximately 800 employees at the captive center will transition to EXL

Monitor Group sold its research and decision support unit, Grail Research, to Integreon. Monitor also signed a five-year contract for research services from IntegreonGrail Research provides market intelligence and strategic services in technology, consumer products, and life sciences and employs 200 people globally

Essar Group plans to merge EITH (which provides F&A, HR, and payroll services across the Essar Group) with Aegis, the BPO arm of the groupThe planned merger will help the group expand its third-party service offerings

Essar Group – Plans to merge Essar Information Technology Holdings (EITH) with its BPO firm Aegis

Sony Ericsson plans to consolidate its product development operations by closing sites in the U.S. (Research Triangle Park, Seattle, Miami, San Diego), Kista (Sweden), and Chennai (India)The company also plans to move its North American headquarters from North Carolina to Atlanta, GeorgiaThis decision is expected to affect 1,600 jobs globally and will leave the company with four R&D centers in Lund

Sony Ericsson – Plans to close product development sites



This decision is expected to affect 1,600 jobs globally and will leave the company with four R&D centers in Lund (Sweden), Tokyo (Japan), Beijing (China), and Redwood Shores (U.S.)

Asia continues to accounts for the majority of new service delivery centers; Tier-1 cities saw a few more centers being set up than Tier-2 citiescenters being set up than Tier-2 cities

Market activity across geographiesNumber of service delivery centers set up

Market activity across Tier 1 and Tier 2 locationsNumber of service delivery centers set up

Q4 2009Q4 2008 2009 Quarterly average

212119

25 26

Number of service delivery centers set up Number of service delivery centers set up

16

1917

15

8

18

8

Tier 1 Tier 2

6 6688

6

Asia Europe and Africa Latin America1 Tier 1 Tier 2Asia Europe and Africa Latin America

Asia continued to capture the largest share of offshore centers established in Q4 2009, much higher than the quarterly average for 2009. Latin America and Europe have also seen market activity in Q4 2009 Players set up centers in both Tier 1 and Tier 2 locations such as Bangalore, Chennai, and Hyderabad in India, Manila in the Philippines, and Córdoba in Argentina


1 Africa region saw one delivery center established in the fourth quarter of 2009Source: Everest Research Institute analysis

Locations | Risk and opportunity dashboard

LegendSignificant risk factor requiring attentionPotential near-term risk; may need monitoringPositive change since last assessment

Changes in EU VAT C

Increase in cost arbitrage in key offshore locations (e.g., India, Philippines, Brazil,

D

regulations may impact business case for offshoring

Poland) in 2009 compared to 2008

Increased hiring trend in India among market players due to economic recovery

A

Tax incentives proposed in Buenos Ai lik l t

B

Aires are likely to reduce operating costs for IT companies



Locations | Risk and opportunity analysisIn the wake of economic recovery, hiring has once again picked up among the Indian suppliers

A

the Indian suppliers

Hiring trends for TWITCH1 companiesNet addition of employees in (QoQ)

23,000-

18,647

6 498

3,00025,000 Supplier Net addition in Q3 ‘09

Tech Mahindra 1,033

Wipro -630

Infosys 1,5486,498

-1,880Q1 09 Q3 09 2010

TCS 300

Cognizant 4,000

HCL 227

Q2 09

In Q2 2009, many Indian firms went slow on hiring, primarily due to weakening project pipeline and longer lead time in conversion of sales opportunity. In fact, there was a net retrenchment of workforce among the Indian players Hiring has once again picked up since Q3 and is likely to increase in Q4 2009 and 2010

Global majors are also gearing up for increased hiring from key offshore geographies such as India. IBM recently announced that it would expand its Indian BPO business by hiring ~5,000

1 D t T h M hi d Wi I f TCS C i t d HCL i j I di li

y p y g ,additional people in 2010. Similarly, Accenture plans to hire ~8,000 workforce during the same period, most of which would be in IndiaHowever, on a negative side, increased hiring has also impacted attrition rates and wage inflation, both of which are likely to increase going forward


1 Denotes Tech Mahindra, Wipro, Infosys, TCS, Cognizant, and HCL – six major Indian suppliersNote: Annual reports of suppliers have only provided actual hiring figures to Q3 2009. Figures for 2010 are estimated based on

announcements made by Infosys and TCS onlySources: Everest Research Institute analysis; Supplier websites

Revenues for the Market Vista Index Suppliers grew 2.4% while operating margins improved by 12 bpTop three and bottom three suppliers in terms of sequential financial growth

13.5%

Top three and bottom three suppliers in terms of sequential financial growth

By sequential growth in revenues (Q3 2009 vs. Q2 2009)Percentage

EXL 1,580Convergys

By sequential growth in operating margins1

(Q3 2009 vs. Q2 2009)Basis points (bps)

12.0%

11.7%

2.4%

Convergys

Total Market Vista Index Suppliers

WNS

Highest growth in Q3 2009

,

380

350

12

EXL

Unisys

-5.9%

-1.1%

-0.4%

Capgemini

ACS

Atos Origin

Least growth in Q3 2009

-610

-230

-160

Accenture

ACS

WNS

Top outsourcing transactions by deal value

Top events in Q4 2009

Essex County Council-IBM: US$8,769 million (8 years)

IBM: 35 dealsCSC: 12 deals

Top suppliers by number of transactions announced

HP-3Com: This acquisition, valued at US$2 7 billion strengthens HP’s networking

Top supplier M&A by deal size

million (8 years)Zurich Financial Services-CSC: US$2,900 million (10 years)UBS-Cognizant: US$442 million (5 years)Saab Group-Mahindra Satyam: US$300 million (5 years)

CSC: 12 dealsInfosys: 12 deals

US$2.7 billion strengthens HP s networking solutions offering in ChinaIBM-SPSS: IBM’s US$1.2 billion acquisition strengthens its predictive analytics capabilitiesCognizant-UBS captive: Valued at US$75 million, the acquisition adds to Cognizant’s


1 Normalized operating margins; excludes Atos Origin and Capgemini, as information is not availableSources: Company disclosures; Web sites; press releases; Everest estimates

financial services expertise

Revenue growth for offshore-centric suppliers continued to outpace that of the traditional suppliers

Comparison of supplier financial performance(based on Q3 2009 results)

Traditional suppliers

Offshore-centric suppliers

*Size of bubble represents quarterly revenue

15%

2 20

09

AG- completed10%

15%

Tech Mahindra

Cognizant

EXL

ConvergysWNSHP ES

Hewitt

e gr

owth

vs.

Q2

0%

5%

InfosysTCSWipro

HCL

IBM GS Genpact

CSC

Accenture

ACS

Perot

Rev

enue

-10%

-5%

-15% -10% -5% 0% 5% 10% 15% 20% 25% 30% 35%

UnisysACS

In a trend contrary to that witnessed in previous quarters, all suppliers had positive operating margins

Operating margin

-15% -10% -5% 0% 5% 10% 15% 20% 25% 30% 35%


Note: Analysis excludes Atos Origin and Capgemini as data on operating margins is not available Sources: Company Web sites; financial releases; press releases; Everest analysis and estimates

Supplier developments analysis | M&A and alliancesM&A activity declined in Q4 2009, while alliance activity increased

M&A by supplier categoryNumber of acquisitions

Alliances by supplier categoryNumber of alliances

39

8 16Offshore-centric

suppliers

3936

2823

Traditional global suppliers4

Offshore-centric 13

10 23

Q3 2009 Q4 2009

pp

9 7

43

Q3 2009 Q4 2009

suppliers

Traditional global suppliers

M&A declined in Q4 2009 compared to Q3 2009. While overall activity fell, captive divestitures continued to be a key feature of the activity, with two of the three offshore-centric suppliers’ acquisition in this space. Capability expansion in existing areas was the key driver for acquisitionsAlliance activity stepped up in Q4, driven by offshore-centric suppliers


Sources: Company Web sites; press releases

Philippine IT-BPO Industry:Philippine IT BPO Industry: Public-Private Partnership

Market Vista Webinar

Secretary Ray Anthony Roxas-Chua III

Market Vista Webinar17 February 2010

Secretary Ray Anthony Roxas-Chua IIICommission on Information and Communications Technology

Philippine EconomyPhilippine Economy

Annual GDP Growth (%) Quarterly GDP Growth (%)Annual GDP Growth (%) Quarterly GDP Growth (%)

7.1%6.1%

6.0%

8.0%4.6%

6.0%

5.1% 5.4%

3.8%2.0%

4.0%

6.0%

3.9% 4.2%

0.8%

1.8%

2.9%

2.0%

4.0%

0.9%

4 0%

-2.0%

0.0%0.4%0.6%

-2.0%

0.0%

-8.0%

-6.0%

-4.0%

-6.0%

-4.0%

Source: National Statistical Coordination Board

2004 2005 2006 2007 2008 20096.0%

Q108 Q208 Q308 Q408 Q109 Q209 Q309 Q409

Philippine IT-BPO IndustryPhilippine IT BPO Industry

Total Employees (000s) Annual Revenue (US$B)Total Employees (000s) Annual Revenue (US$B)

442450

500

300

372

300

350

400

101

163

236

150

200

250

101

0

50

100

2004 200 2006 200 2008 20092004 2005 2006 2007 2008 2009

Source: Business Processing Association of the Philippines

Awards and DistinctionsAwards and Distinctions

Off h i D ti ti f th YOffshoring Destination of the Year: Philippines

Top 10 Outsourcing Cities in Asia Pacific:#3 Manila

Top 50 Emerging Outsourcing Cities:#1 Cebu

31 New Emerging Destinations:

#1 Cebu

DavaoIloilo

Development ofWorld Class Talent

450,000college

World Class Talent

graduatesa year

World Class Talent

Reliable and Redundant ConnectivityConnectivity

Transmission Backbone Networks BALLESTEROS

TGN-IA

Transmission Backbone Networks

PLDT Digital Fiber Optic Network (DFON)Globe Telecom Fiber Optic

LAOAG

BAGUIOSFLU

DAGUPAN

CABANATUAN

VIGAN

TARLAC

URDANETA

CAUAYAN

TUGUEGARAO

SOLANO

AAG

Globe Telecom Fiber Optic Backbone Network (FOBN)TelicPhil (BayanTel) Nationwide Digital Transmission Network (NDTN)

MAMBURAO

NASUGBU

BACOOR

ERMITASAMPALOC

CANEROAURORA MAKATI

SORSOGON

BATANGAS PAGBILAO PILI

LEGASPI

DONSOL

NAGA

SUBIC EAC

APCN2

C2C(NDTN)

Cable Landing Stations

B ll t CTALISAY

LAHUGLILOAN

SAN REMIGIO

ROXAS

SAN JOSE

CADIZ

BACOLOD

SORSOGON

MAASIN

TACLOBAN

ORMOC

CALBAYOG

DUERO

ILOILO

MASBATE

BANATE

TALISAY

C2C

Ballesteros, CagayanTanza, CaviteNasugbu, BatangasBauang La Union DAVAO

CDO

DAUIN

MANTICAO

ILIGAN

CABADBARAN

COTABATO

PAGADIAN

BUTUAN

DUERO

TAGBILARANMARIBOJOC

Bauang, La Union DAVAOZAMBOANGA

GEN. SANTOS

Competitive Investment Incentives

I T H lid (ITH) f 4 t d bl t 8

Investment Incentives

Income Tax Holiday (ITH) for 4 years, extendable to 8 yearsAfter the ITH period, special 5% tax on gross income in lieu of all national and local taxesExemption from duties and taxes on imported capital equipment, spare parts, supplies, and raw materialsDomestic sales allowance of up to 30% of total salesDomestic sales allowance of up to 30% of total salesExemption from export taxes, wharfage dues, imposts and feesExemption from Value Added Tax (VAT) on allowable localExemption from Value Added Tax (VAT) on allowable local purchases such as telecom, power, and water billsAdditional deduction of 50% of total manpower training cost under the special 5% gross income tax regimethe special 5% gross income tax regime

Source: Philippine Economic Zone Authority

Philippine Cyber CorridorPhilippine Cyber Corridor

Centers of Excellence

1. Metro Manila2. Metro Cebu

Next Wave Cities

1. Metro Laguna2 Metro Cavite Centers of Excellence2. Metro Cavite3. Iloilo4. Davao5. Bacolod

Next Wave Cities

6. Pampanga Central7. Metro Bulacan8. Cagayan de Oro9. Central Bulacan10.Lipa

Strong Government SupportStrong Government Support

D t t f T d d I d tDepartment of Trade and Industry provides investment incentives

Technical Education and Skills Development Authority provides training for potential recruits

Commission on Information and Communications Technology promotes the industry and develops “Next Wave Cities”

Thank You!

Experience Excellence:The Philippine Advantage

Oscar R. SañezPresident and CEO

Market Vista WebinarFebruary 17, 2010

Philippine ITPhilippine IT--BPO: over US$7 billion in revenue in 2009BPO: over US$7 billion in revenue in 2009

Direct employment FTE estimate

Revenues US$ billion estimate FTE, estimateUS$ billion, estimate

37% 34% ON

-VO

ICE

7.237%

442,000

NO

1.5 100,50063%69% O

ICE

63%

64%

69%

69%

VO

Copyright ©2010: Business Processing Association of the Philippines. All rights reserved

2004 2009 2004 2009

Established excellence in voice to growing nonEstablished excellence in voice to growing non--voice capabilityvoice capability

Direct employment FTE estimate

Revenues US$ billion estimate

FAO, HRO, LPOFTE, estimateUS$ billion, estimate

37% 34% ON

-VO

ICE equity research,

analytics, supply management, procurement, industry-

7.237%

442,000

NO specific services (health,

telecoms, energy)

E Creative services

1.5 100,50062%68% N

ON

-VO

IC

Creative servicesITO, ESO, design processesMedical transcriptionLegal transcription62%

64%

68%

69%

OIC

E Customer interaction and support, telemarketing, d i

N Legal transcription


2004 2009 2004 2009 V advisory

Why the Philippines: the Philippine ITWhy the Philippines: the Philippine IT--BPO propositionBPO proposition

Number of college degree graduates

2008

Medical and natural sciences, allied fields

125,005

“Of 100 graduates of the correct degree, how many could you employ if you had demand for all?”

Engineeringallied fields

Business, accounting, and related fields

98,120

Social and behavioral sciences, 75,819

Poland 50 Hungary 50

Philippines 20 China 10

India 25 Brazil 13education

Engineering and architecture 50,770

IT-related and mathematics 40,894

Fi t h iti 11 242

Finance/Accounting

Poland 30 Hungary 50

Philippines 30 China 15Fine arts, masscom, humanities 11,242

TOTAL Tertiary level 444,810

Annual growth 4%

India 15 Brazil 13

Generalist

Poland 15 Hungary 30Source: CHED

Philippines 30 China 3

India 10 Brazil 8Employment rate %

Graduates and others 10 Source: McKinsey Global Institute


With basic training (100 hours) 70

With 3 to 6 months’ training 100Source: BPAP

Why the Philippines: the Philippine ITWhy the Philippines: the Philippine IT--BPO propositionBPO proposition

Factor input Cost(US$)

Hourly cost of labor (total, 2007)1 1.00Others 7%Ireland, 7%

Business processing offshore market by destination (2007), 100%=US$19 to 21 B

Hourly cost of labor (total, 2012)2 1.35

Office rental, CBD prime(sq m/month, 2010)3

<15.00

Others, 7%

China, 3%

C&EE 5%Philippines, 21%

Inbound/Outbound voice service (per minute, 2010) 4

0.03

E1 lines to the US (per month) 5 1,500.00

Total operating cost per FTE 17 000 toIndia, 51%

Total operating cost per FTE(per year, 2008)6

17,000 to20,000

1 EIU , lowest among key offshore services suppliers2 Ayala Corporation

Source: Based on Everest Research Institute data, excluding Canada

Ayala Corporation3 Jones Lang LaSalle, lowest among key offshore

services suppliers for Tier I CBDs4 Globe Telecom5 Board of Investments, Republic of the Philippines6 Everest Research Institute

English competence among Philippine college graduates

%(2008)

Thinks in English 60


Speaks English 72

Writes in English 83Source: Social Weather Stations

Roadmap 2010 focuses on four broad themesRoadmap 2010 focuses on four broad themes

Key issues in 2006/2007

Suitable and • Need to spread awareness of career opportunities in IT-BPOabundant talent

• Need to attract rich pools of medical professionals, accountants, and lawyers for BPO• Need to inform investors and stakeholders of availability of talent in Next Wave Cities

• Provide information on best sites for IT-BPO operations outside NCR and Metro Cebu

Talent

Operational performance

• Sustain competitiveness relative to established players (e.g., India) and emerging players (e.g., Vietnam)

• Need to drive operational excellence, scale, and migration to high-value services

• Provide information to developers on best locations for new developments

Next Wave Cities™

Quality infrastructure

• Provide information to developers on best locations for new developments– Help identify and market best developments for IT-BPO operations– Provide information on long-term sustainability of the industry and projections for growth

• Provide information on availability of prime office space outside the Makati CBDBusiness

i tConducive business environment

• Ensure that current incentive regime continues to sustain competitiveness• Help cities prepare to be good IT-BPO hosts; work with CICT• Ensure fully resourced association to drive initiatives• Good investor support in pre-investment phase; potential to improve in execution phase

environment

BPAP

32

• Address persistent issues around critical risk factors that affect outsourcing decision (e.g., IP protection, data privacy)

Risk management


BPAP Team 2010

Roadmap 2010 focuses on four broad themesRoadmap 2010 focuses on four broad themes

Key issues in 2006/2007

Suitable and

• Need to recruit over one million new people into the industry to reach 10% market share

• High percent of top talent in emerging areas outbound to other markets (e.g., nurses, abundant talent

engineering, accountants)

• Mismatch in location density between providers and labor. Smaller labor pools not tapped• Wage pressures emerging, reflecting accelerating growth and lack of transparency on wages

Talent

Operational performance

• Competitiveness relative to established players (e.g., India) and emerging players (e.g., Vietnam) at-risk

• Wage appear to be growing faster than billing rates, creating imperatives for operational excellence, scale and migration to high value services • Availability emerging as major issue

NCR l l il bl h 68% f

Next Wave Cities™IlocosCagayan Valley

Cordillera

Quality infrastructure

– NCR rental space only available to reach 68% of revenue target

– Given market uncertainty, facilities being built only on commitment, slowing time-to-market

• Rental rates rising sharply in Makati Central Business District• Need to ensure that current incentive regime continues to sustain competitivenessBusiness

i t

Central Luzon

Southern Tagalog

Bicol

Western Visayas

Eastern Visayas

Angeles/ClarkMa

nila

Conducive

business

environment

g p

• Most locators concentrated in NCR; other cities may not be O&O-ready

• Under resourced industry association

• Good investor support in pre-investment phase; potential to improve in execution phase

environment

BPAP

Central Visayas

Western MindanaoNorthern Mindanao

Southern MindanaoCentral Mindanao Davao

Cebu

33

pp p p ; p p p

• Persistent issues around critical risk factors that affect outsourcing decision (e.g., IP protection, data privacy)

Risk management


BPAP Team 2010

Philippine ITPhilippine IT--BPO: US$12 billion in revenue by 2011BPO: US$12 billion in revenue by 2011

RevenueUS$ billion

RevenueUS$ billion

OUTLOOK 2010US$ billionUS$ billion

12.026%

• 1H: Rapid build up• Greater diversity of

service offerings• Full service offerings

6.1

• Full-service offerings• US demand recovers• Market diversifies

48%

6.1CHALLENGES

• Perception still off; need better country brand

1.5 • Internal awareness better but …

• Need to refocus government support


2004 2007 2008 2011 government support

Q&AAttendees will receive an email with a link to download today’s webinar presentation. To access a recorded audio version of this webinar, please contact:

Mark Williamson, [email protected]

Q&A

For advice and assistance in outsourcing and offshoring, please contact Everest:Eric Simonson, [email protected] Ramesh, [email protected]

For background information on Everest, please visit:www.everestresearchinstitute.comwww.everestgrp.com

Thank you for attending todayThank you for attending today

To ask a question during the Q&A session

Click the question mark (Q&A) button located on the floating tool bar in the bottom right of your screen. This will open the Q&A Panel

Be sure to keep the default set to “send to a Panelist”


Then, type your question in the rectangular field at the bottom of the Q&A box and click the send button to submit

key market developments in q4-2009: market vista

Business

business processing association

company web sites

market activity

grail research

market intelligence

bpo proposition

bpo industry

increased hiring